We are seeking a customer support specialist, reporting to the Support Team Leader, who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with specific systems and technologies. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction.
The Role:
Onboarding new users to the system, including user adoption
Administration of pending orders and payments
Reconciliation of all company orders to confirm the correctness of data
Identification of areas of improvement, both in process and product
Promptly responding to customer queries via ticketing system, emails, live chat, phone
Liaising with colleagues or managers to find the best solutions to customers issues
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
Identify common issues for product and engagement improvements
Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions
Requirements: Previous experience in a customer service role is preferred
Fluent in French language and proficient in English is required
Sound judgment and excellent problem-solving skills
Practical experience with standard industry tools such as CRM and ticketing systems
Fintech/Hi-tech experience is preferred
Impressive interpersonal and communication skills
Strong computer skills with advanced Excel skills
Outstanding attention to detail, with an ability to spot numerical errors
Highly organized with the ability to multitask and work under pressure
Tech savvy and the ability to pick up new technology quickly
This position is open to all candidates.